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FAQ
life on board
Relaxation at sea
In which suite category can I enjoy the butler service? Is there always a golf pro on board? Here you can find answers to these and many other questions about life on board our ships. You can also find out more about the service and equipment on board our ships.
I would like to book only a partial route. Is that possible?
We will be pleased to enquire of the local authorities whether it is possible for you to join or leave the cruise at an intermediate point. Please note that we cannot offer refunds for unused days at sea. Please use the following form for your enquiry.
What must I bear in mind if I join and leave the cruise at intermediate points?
Please note that it is not always possible to join or leave the cruise at intermediate points. If we are at anchor (indicated in the catalogue by an anchor symbol after the port of call), we cannot guarantee the transportation of your luggage, since we do not dock directly at the pier in these locations and take our guests to shore by tender boat or in the Zodiacs.
In the event of a change in course at short notice – due, for example, to causes beyond our control (such as the weather or a medical emergency) – you will be responsible for any additional costs incurred in order to reach or leave the ship.
For this reason, please allow sufficient time at the place of embarkation or disembarkation for you to be able to respond flexibly to any changes.
Which ships of Hapag-Lloyd Cruises have a SPA area?
You will find our "OCEAN SPA" on board the EUROPA, the EUROPA 2 and on board the HANSEATIC nature, HANSEATIC inspiration und HANSEATIC spirit. Please refer to our programme of the day for opening times.
Weitere Informationen dazu finden Sie hier:
OCEAN SPA - MS EUROPA
OCEAN SPA - MS EUROPA 2
OCEAN SPA - Expedition ships
What treatments are possible?
You can choose from a range of treatments: relaxing massages, a soothing sauna or steam bath, professional manicure and nail art.
Do I need to pay for the sauna?
Use of the sauna and steam bath on our luxury ships MS EUROPA and MS EUROPA 2 and on our expedition ships HANSEATIC nature and HANSEATIC nature, HANSEATIC inspiration und HANSEATIC spirit is free of charge.
You will find your personal bathrobe in your cabin or suite.
How do I pay for my SPA treatments?
Services will be charged to your on-board account. You can then settle the account at Reception at the end of your cruise.
Can I reserve appointments in advance?
Reservations are only possible once you are on board. To arrange appointments, please come and visit us on the first day of your cruise for a consultation.
Is there a hairdresser on board and how can I reserve an appointment in advance?
Yes, there is a hairdresser on board. It is not possible to make a reservation before the cruise. You are welcome to arrange your appointments on the first day of your cruise.
Are beverages on board included in the price?
On board our luxury ships MS EUROPA and MS EUROPA 2, you will find a free mini bar in every suite stocked with refreshing non-alcoholic beverages and beer. In higher categories, the mini bar additionally includes a selection of high-quality spirits.
On board our new expedition ships HANSEATIC nature, HANSEATIC inspiration und HANSEATIC spirit: Soft drinks are available free of charge from the mini bar in your cabin/suite and are restocked daily. In the Grand Suites and Junior Suites, you can also enjoy a selection of fine spirits free of charge.
On all our ships, coffee and tea specialities plus a bottle of champagne to welcome you are also included. In addition, we provide bottled water for shore excursions.
Which language is spoken on board?
The on-board language on EUROPA, HANSEATIC nature and HANSEATIC spirit is German. On EUROPA 2 and HANSEATIC inspiration the on-board language is German and English.
Is there a doctor on board?
In the event of any health problems, our ships have a ship’s hospital equipped with modern medical facilities which is under the direction of an experienced ship’s doctor. Please refer to the consultation times displayed on board.
Can I obtain medication in the on-board hospital?
There is a basic inventory of medications on board. We ask our guests to bring adequate quantities of any medications they require with them.
How do I settle the invoice for the on-board hospital?
The treatment on the ship is a treatment which is equivalent to a visit to a doctor abroad (flag state Malta). We therefore recommend that you take out private international health insurance. Payment will be through your on-board account. Hapag-Lloyd Cruises cannot accept liability for the reimbursement of the full amount of the treatments from your respective personal health insurance.
Where can I deposit my suitcases?
On MS EUROPA and MS EUROPA 2, standard-sized cases can easily be accommodated under the bed.
On HANSEATIC nature, HANSEATIC inspiration ans HANSEATIC spirit, up to 4 cases can be accommodated under the bed.
Can I have my clothes washed and ironed?
Both the EUROPA and the EUROPA 2 offer a laundry, dry cleaning and ironing service (subject to charge).
On board the EUROPA, the ironing service is included in the cruise price of guests staying in the Penthouse Deluxe Suites, the Penthouse Grand Suites and the SPA Suites.
On board the EUROPA 2, the ironing service is included in the cruise price of guests staying in the Owner Suites, the Grand Penthouse Suites and the Penthouse Suites.
HANSEATIC nature, HANSEATIC inspiration and HANSEATIC spirit offer a laundry, dry-cleaning and ironing service. Please contact your cabin stewardess.
In which suite category can I enjoy the butler service?
A butler service is available to guests staying on the Penthouse Deck (MS EUROPA) and in the Owner Suites, the Grand Penthouse Suites and the Penthouse Suites (MS EUROPA 2).
Amongst other services, the butler will take care of unpacking and packing your luggage, serve meals and beverages in your suite, iron your clothes and much more.
Our expedition ships, HANSEATIC nature, HANSEATIC inspiration und HANSEATIC spirit, also offer that extra something special with a butler Service. There is a butler at your service in the Junior Suites and Grand Suites.
Can I get legally married on board?
On board Hapag-Lloyd Cruises ships, we offer legally valid weddings at sea. The captains of the ships are officially authorized to conduct marriage ceremonies in international waters, which are fully recognized in Germany even after the cruise. The marriage at sea is made possible through a special provision in Maltese marriage law, which also applies to the ships sailing under the Maltese flag, such as EUROPA, EUROPA 2, HANSEATIC nature, HANSEATIC inspiration, and HANSEATIC spirit. Please, click here for further information.
Is there a childcare service on board?
On our luxury ships, MS EUROPA and MS EUROPA 2, even your children will not miss out.
If we have four or more children on board, two childcare specialists will join the cruise and organise a varied programme of activities. Childcare is offered for children aged two years and older on MS EUROPA 2 and four years and older on MS EUROPA.
Are there any separate shore excursions for my children?
The family cruises on our luxury ships, MS EUROPA and MS EUROPA 2, are marked with our mascot Cap’n Knopf. These cruises offer excursions specially designed for children and teens, family-friendly tours, specialist childcare and attractive savings such as discounts for children.
Where can our children spend their time when on board?
For the purpose of supervised playing on board our luxury ships MS EUROPA and MS EUROPA 2, there are special rooms for children. These can sometimes also be accessed outside of the supervision hours and are equipped for the relevant age groups. For our small guests aged two to three years old, we additionally offer the Knopf Club (subject to a surcharge) on the EUROPA 2.
What programme of activities is offered on board?
During supervision hours, our youngest guests can look forward to lots of fantastic games, sports and creative programmes. On board the EUROPA 2, for example, we offer musical workshops, group cookery courses or even fencing lessons.
Are there any menus designed especially for children?
On our luxury ships, MS EUROPA and MS EUROPA 2, the menus are designed with children in mind; after an eventful day, children eat together with our childcare specialists.
Are there any high chairs for meals on board?
There is an ample provision of high chairs on board our luxury ships MS EUROPA and MS EUROPA 2. Please feel free to ask our staff in the restaurant for assistance.
Can I hire a bicycle on board?
The use of bicycles is dependent on official authorisation and the cruising area.
A limited number of bicycles are available for hire on board the EUROPA.
MS EUROPA 2 offers 14 mountain bikes and 14 e-bikes. These are not available for individual hire but are instead hired out solely in association with escorted bicycle tours. In addition, there are 10 city bikes and 2 children bikes available which can be hired individually free of charge.
Are there any shore excursions offered for cyclists?
On the EUROPA 2, we offer bicycle tours with our ship’s own professional bike guide. The difficulty levels vary from destination to destination. This assumes, however, that the authorities in the port or destination, as well as the weather conditions when we drop anchor, allow us to bring the bikes ashore in the tenders.
Is there a recommended dress code on board?
We offer our guests the following information concerning the dress code when on board the ships in our fleet:
MS EUROPA
The following dress code applies on MS EUROPA: During the day, guests dress sportily. In the evening, the gentlemen wear sporty-elegant clothing, i.e. a long-sleeved shirt or jacket, in the restaurants on deck 4. The ladies dress accordingly. Shorts, T-shirts, bathrobes and flip flops are generally not desired in any of our restaurants or evening venues. Wearing a jacket is not required in the Pearls and Lido restaurants. On Welcome and Farewell evenings, the dress code is evening elegant. This means: gentlemen wear a light summer suit or jacket on deck 4, ladies dress accordingly. A tie is generally not obligatory.
MS EUROPA 2
There is no set dress code on board the EUROPA 2 during the day. In the evening, however, gentlemen wear smart casual clothing in the restaurants on Deck 4 as well as in the Restaurant Sakura. This means a jacket or a summer suit – short trousers and T-shirts are not permitted. A tie is not required. It is not necessary to wear a jacket in the evening in the Yacht Club Restaurant.
HANSEATIC nature, HANSEATIC inspiration und HANSEATIC spirit
On board
On an expedition cruise, everything revolves around experiencing the natural world and there is a casual and relaxed atmosphere of exploration. Enjoy it as you wish, but in the interests of all guests, please do not wear swimwear in the restaurants, bars and lounges. The general rule for dinner in the evening is smart casual. On special occasions (such as Christmas) and for the welcome evening and farewell evening, we recommend wearing a jacket.
Ashore
When you go ashore, you should wear comfortable and practical clothes to suit the particular cruising area. Sturdy, flat shoes are essential – both for on board the ship and when you are ashore. In order to protect yourself from spray when on board the Zodiac, please take waterproof trousers or overtrousers without Velcro if possible with you (especially for expeditions in the polar regions, we recommend avoiding clothing with Velcro as to ensure that flora and fauna are not carried into regions where they are not indigenous). A protective waterproof bag is useful for your smartphone/camera equipment. For routes in warm waters, please remember to bring enclosed, sturdy beach shoes or waterproof trekking sandals that allow you to walk well and safely. These are also essential for the Zodiacs.
Do you provide rubber boots?
On our expedition ships, rubber boots in sizes 33 to 52 are provided on a loan basis for wet landings in the Antarctic and Arctic. When cruising in the Arctic and Antarctic, please note that rubber boots must be washed in a rubber boots washer when leaving or boarding the ships.
Are parkas provided?
Depending on the cruising area, parkas are also provided on board the expedition ships (and at times also on the EUROPA) for loan throughout the entire cruise. The parkas are available in American sizes S–XXXL and are not available for purchase.
Which services are included in the cruise price?
Our Golf & Cruise package (only bookable prior to the cruise) includes comprehensive services as well as daily coaching by a PGA golf professional:
- Welcome cocktail
- First-class support from experienced PGA golf professionals on board and on the golf course
- Baggage service, shoe shining and golf club cleaning
- Individual training at the golf simulator and video analyzer
- Warm-up on the driving range, including balls (if time permits)
- Green fees and trolleys (e-carts and e-trolleys subject to availability)
- Transfer to and from the golf course with an English-speaking tour guide
- One special award for each cruise (for example Nearest to the Pin etc.)
- Halfway snack
- Exclusiv dinner with the PGA golf professionals
- Presentations and personal tips from the PGA golf professionals
- Golf gift set
What handicap is required?
Golf & Cruise voyages enable all players with a DGV (German Golf Association) handicap of 36 or less to play on courses all over the world. Any exceptions can be found as a note in the Golf & Cruise package on the respective cruise detail pages.
Is there always a golf pro on board?
There is a golf pro in attendance on every cruise on the EUROPA and EUROPA 2. the golf pro will be happy to assist you on the golf simulator/video analyzer or to make individual arrangements ashore.
Are there any golf clubs on board?
On board our luxury ships MS EUROPA and MS EUROPA 2, you can hire golf bags for a fee.
On the EUROPA, bags of the company Taylor Made are available to hire with clubs of different lengths for ladies and gentlemen.
On the EUROPA 2, bags of the company Cobra are available to hire with clubs of different lengths for ladies, gentlemen and children.
Pre-booking is possible depending on availability. The hire cost is € 20 per day on board the EUROPA and € 30 on board the EUROPA 2.
Is there a charge for bringing your own golf equipment?
When booking a Golf & Cruise package and flights through Hapag-Lloyd, we will register your golf equipment directly with the airlines – when possible and required. The current baggage regulations of the relevant airline apply.
May I smoke in the cabin/suite?
MS EUROPA
All suites WITHOUT a veranda are non-smoking suites! In the interest of all passengers, we also kindly ask you not to smoke in any of the suites. Smoking is permitted on the veranda. In all areas where smoking is permitted, please use the ashtrays provided.
MS EUROPA 2
Smoking is not permitted in any of the suites. Smoking is permitted on the veranda. Please use the ashtrays provided in all public areas where smoking is permitted.
HANSEATIC nature, HANSEATIC inspiration & HANSEATIC spirit
Smoking is not permitted in any of the cabins or suites. Smoking is permitted on the private balcony/veranda.
Where may I smoke on board?
Smoking is permitted in the following areas:
MS EUROPA
- Sansibar (cigarettes, cigars and pipe) in the outdoor area only
- Havana Bar (cigarettes, cigars and pipe)
- In the outdoor areas of the decks and in the smoking area of the Lido terrace / PLEASE NOTE: not, however, under the magrodome
MS EUROPA 2
- Smoking area of the outdoor area of the Sansibar (interior area of the Sansibar is non-smoking)
- Cigars, cigarillos and pipes may only be smoked in the Collins and in the outside area on the starboard side of the Sansibar
- All external decks, with the exception of the magrodome area and the outer terrace of the Yacht Club Restaurant, are smoking zones
HANSEATIC nature, HANSEATIC inspiration & HANSEATIC spirit
Smoking is not permitted in any public areas. You may smoke cigarettes, cigarillos, pipes and cigars in the Invisible Lounge (Deck 4). There is also a designated outdoor smoking area on the port side of both ships near the pool. The smoking of pipes and cigars is only permitted in the Invisible-Lounge.
Can I buy cigarettes and cigars on board?
A range of cigarette brands is available for you to purchase on board our ships. Depending on the cruising area, these may also be offered duty free.
On board our expedition ships HANSEATIC nature, HANSEATIC inspiration & HANSEATIC spirit, you will find a small selection of cigars.
In the Havana Bar on the EUROPA and in the Collins on the EUROPA 2, you will find a large selection of tobacco products.
The catalogue shows an anchor next to the harbour. What does it mean?
When the ship is at anchor, there is no pier available and the ship will drop anchor in open water. Passengers will be transferred ashore in tender boats or Zodiacs.
Can I bring my wheelchair with me in the tender boats?
It is not possible to carry wheelchairs in the tender boats. Nor can it be guaranteed in advance that you will be able to bring your own electric wheelchair ashore in every harbour.
Will someone help me to get in and out of the tender boat?
Especially in rough seas, our colleagues will be ready to assist and ensure your safe transfer from the ship to the tender boat.
Is there an evening programme on board?
On board our luxury ships MS EUROPA and MS EUROPA 2, you can look forward to a wide variety of entertainment.
On our expedition ships we focus on selected lectures suitable for each cruising area.
Whereabouts on board does the programme take place?
The evening programme on our ships generally takes place in all public areas on board. Please refer to the programme of the day to find out the location of the programme you desire.
How do I settle my on-board account?
For the sake of simplicity, we have chosen a cashless payment system on board our ships. The on-board currency is the euro
We accept the German debit card (EC card) and the following credit cards: MasterCard, American Express and Visa.
Simply sign bills for drinks and tobacco products in the lounges and bars as well as bills for tailoring, laundry services, the boutique, shore excursions, photo services, telecommunications, OCEAN SPA and the hospital, as required, during the cruise. These will then be charged to your on-board account.
You can check your current account at any time via the guest portal or at reception. Simply settle the entire account at Reception at the end of your cruise by using the means of payment listed above or in cash.
Can currencies be exchanged on board?
Please note that there are only limited facilities for changing foreign currencies on board. There are small sums available at Reception.
You can exchange currencies in the bureaux de change at the various ports of call or at the airport.
Naturally, you can also exchange money as required prior to the start of the cruise. Depending on the destination region, euros or small-denomination dollar notes will be accepted.
